Joairia Hossain
Maspeth,NY
Summary
A self-starter and quick learner. Versatile skill set with experience in customer service, sales, and written and oral communication. Exceeded expectations in analyzing construction damages for Federal Government loan approvals. Recognized skills in mentoring, mediating between employees, and in leading team projects. Much appraised as a graphic designer for social media websites & marketing.
Overview
4
4
years of professional experience
Work History
Sales Representative - Verizon Technical Support
Asurion
02.2023 - Current
- Identified technical issues then deployed solutions with clear, efficient, courteous, & accurate communication
- Sold Asurion smart home and other products on every call
- Explained device capabilities, wireless carrier, data product offerings and company policies
- Met goals and grew from weekly feedback and coaching
- Utilized call center technology to troubleshoot, input, track and report customer issues
- Escalated calls to the appropriate tier of customer service, when needed
- Weekly learned and memorized new product information and system tools
- Provided care and attention to every customer issues
- Projected a warm and friendly demeanor, exhibited professionalism while politely addressed customers, showed patience and empathy in resolving customer concerns
- Adapted and flexed to customer and business needs, accordingly
- Multitasks with speed and accuracy
- Efficiently resolved issues and met customer expectations while maintained a standard of quality in customer service
- Passed hiring assessment (soft skill scenario modeling and product knowledge)
- Gained working knowledge of multiple hardware platforms and operating systems (Windows, Android, Blackberry OS, Apple iOS, wireless technology, wireless equipment and applications).
Construction Analyst
U.S. Small Business Administration - Office of Capital Access
05.2022 - 12.2022
- Determined the cause and extent of damages and methods of making repairs to residential and business structures
- Used computers and/or iPads to upload, retrieve, and complete work assignments and perform internet research.
COVID-19 Disaster PPP Loan Fraud Analyst
U.S. Small Business Administration - Processing & Disbursement Center
08.2021 - 05.2022
- Answered multi-line phone system assisting applicants in completing loan applications for both home and business, electronically and on paper
- Meticulously ensuring that all application packages were complete
- Provided exceptional customer service explaining complete knowledge of program details and concisely answering all questions
- Directly supervised Customer Service staff as related to adherence to uniform program, general appearance, proper radio and phone procedures & policies
- Engaged in customer relations whenever possible to establish and maintain a report with new and repeat customers
- Trained, coached, evaluated, and developed subordinated staff in accordance with established procedures
- Managed customers and adherence to all customer service polices and procedures
- Conducted on-site assessments of damage to personal, real and business property that resulted from a declared disaster by the President or SBA
- Determined construction characteristics, foundation type, materials used, the cause as well as the extent of damages and methods of making repairs to residential and commercial structures
- Determined the structural integrity of a building, the cause and extent of damage to homes, businesses, and commercial facilities
- Reviewed plans to determine the square footage of a building, measured and calculate the square footage of a structure
- Determined the structural integrity of a building, the cause and extent of damage to homes, businesses, and commercial facilities
- Determined repair or replacement method for damaged residential and commercial structures, disaster related damages versus pre-existing damages and deferred maintenance
- Determined the fair market values (FMV) for residential property or business property
- Determined the replacement or repair costs for inventory, machinery & equipment, or furniture and fixtures.
COVID-19 Disaster PPP Loan Customer Service Representative
U.S. Small Business Administration - Disaster Recovery Center
03.2020 - 11.2020
- Reviewed Fraudulent & Forgiveness Requests, borrower submissions and evaluate for completeness
- Combined request for additional documents with Credit Reports
- Completed max loan calculation and determine if max loan amount supports the actual loan amount
- Reviewed and verified eligibility, FTE Certifications including related supporting payroll reports & documentations for PPP Applications
- Determined Lender Approved Recommended Forgiveness Amount
- Reviewed PPP Loan Extension Request: Verified eligibility request for additional documents with Processing & Distribution Center (PDC ) for SBA
- Coordinated Loan Modification Documentation with Credit Support Specialist team
- Coordinated and provided updates to Loan Officers' as needed
- Served as SBA's primary POC providing seamless borrowers' experience.
Financial Movement Analyst - Transaction Controls
CHEP, A Brambles Company
11.2019 - 03.2020
- Identified, assessed and took action to resolve problematic transactions while understanding the invoicing and revenue impacts based on the channel of the final destination
- Provided financial reporting related to customer invoicing and resolution of problematic movements
- Analyzed impacts on CHEP US customer holdings account, understood implications for asset tracking & visibility across NPD channel
- Interpreted complex data flows through the supply chain in order to identify audit variance drivers and recommends solutions
- Responsible for data integrity and process controls as they related to customer reporting and flows
- Ensured all documented control and compliance requirements.
Education
BBA -
SUNY College of Technology At Alfred
Alfred, NY06-2013
Skills
- Account development
- Customer Needs Assessment
- Proposal Development
- Client Account Management
- Business Development
- Customer Relationship Building
- CRM proficiency
Analyst
Interpersonal Skills, Soluto Verizon, Twilio, WorkDay, Sales Force 2.0, Rapid Control, Disaster Credit Management System (DCMS 2.0), Mass 360, QuickBooks, MHelp Desk, Wave, Word, Excel, Power Point, Publisher, Outlook, One Note, Edge, Procreate, Canva, Mental Canvas, Concepts, Vector, Endless, Picasa, Photoshop, Illustrator, Aero, Express, Fresco, After Effects, Animate, Lightroom, Lightroom Classics, Premiere Pro, Acrobat Pro, InDesign, Acrobat Reader, Fill & Sign, Media Encoder, Bridge, Capture, Character Animator, InCopy, Audition, Dimension, Dreamweaver
Languages
- English
- Bangla
- Hindi
References
- Paul Puri, 347-340-6342
- Daniella Sanchez, 347-433-2821, daniellasanchez81@gmail.com
- Shawn Forehan, 202-209-5397, shawn.forehan@sba.gov
- Prebhat Puri, Prebhat.Puri@asurion.com
Timeline
Sales Representative - Verizon Technical Support
Asurion
02.2023 - Current
Construction Analyst
U.S. Small Business Administration - Office of Capital Access
05.2022 - 12.2022
COVID-19 Disaster PPP Loan Fraud Analyst
U.S. Small Business Administration - Processing & Disbursement Center
08.2021 - 05.2022
COVID-19 Disaster PPP Loan Customer Service Representative
U.S. Small Business Administration - Disaster Recovery Center
03.2020 - 11.2020
Financial Movement Analyst - Transaction Controls
CHEP, A Brambles Company
11.2019 - 03.2020
BBA -
SUNY College of Technology At Alfred